Senior Service Delivery Lead

ECS Tech Inc • Fairfax, VA

7d • Onsite

About The Position

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

The Senior Service Delivery Lead directs enterprise-level service delivery operations across WDP's full multi-enclave cloud environment, driving customer experience improvements, workflow modernization, and mission-aligned service performance outcomes at scale. This role provides senior operational and strategic leadership bridging platform engineering, cybersecurity, data operations, and executive stakeholders to ensure continuous service excellence in support of DoW mission priorities.

Requirements

• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
• 10 or more years of progressive experience leading enterprise IT service delivery programs in federal government or DoW environments, with demonstrated responsibility for customer experience design, service-level performance management, and cross-functional operational coordination across classified or multi-enclave cloud platforms.
• Scaled Agile Framework (SAFe) Lean Portfolio Manager (LPM) certification, demonstrating validated expertise in Lean portfolio management, value stream alignment, and agile program governance in support of complex, mission-driven delivery environments.
• Demonstrated experience designing and operating service delivery dashboards and performance reporting frameworks, including the use of enterprise ticketing and service management platforms such as ServiceNow or Jira Service Management, to track cycle time, service-level objectives, and user sentiment across tiered support operations.
• Experience leading service modernization initiatives incorporating workflow automation, AI-assisted classification, intelligent routing, or robotic process automation (RPA) within a DoW or federal government service delivery context.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

• Directs enterprise service delivery operations supporting mission customers across multi-enclave cloud environments, including Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community platforms used for large-scale defense analytics programs such as War Data Platform (WDP) Core Integration and Joint All-Domain decision environments.
• Leads customer experience design by developing service interaction models, graphical interface enhancements, workflow improvements, and user journey optimizations grounded in operational data, performance indicators, and mission requirements.
• Prioritizes service requests using structured evaluation criteria, operational urgency, resource availability, and mission impact scoring, coordinating with platform engineering, cybersecurity, onboarding, access management, and data operations teams to accelerate throughput and eliminate bottlenecks.
• Designs and maintains service delivery dashboards displaying key performance parameters, ticket cycle time metrics, service-level performance, user sentiment indicators, and quality control findings.
• Oversees modernization activities introducing workflow automation, artificial intelligence classification, intelligent routing, robotic process automation, and standardized catalog structures to reduce triage load and improve executive reporting accuracy.
• Facilitates stakeholder working groups, leadership briefs, and operational readiness reviews to align service delivery improvements with command objectives, program milestones, and enterprise user support strategies.
• Develops communication products, service catalog updates, graphical interface prototypes, and performance summaries that inform decision-making at the O-6, Senior Executive Service, and program management levels.
• Delivers measurable gains in customer satisfaction, request velocity, operational predictability, and enterprise usability through disciplined execution, data-driven prioritization, and continuous service enhancement.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed